Return & Refund Policy

Effective Date: 01-03-2025

At Bassino Impex Pvt Ltd, customer satisfaction is our priority. We are committed to providing high-quality products and a transparent shopping experience. Please read our Return & Refund Policy carefully before placing an order.

1. Returns

Returns Accepted in the Following Cases

1. Manufacturing Defect

If the product has any visible manufacturing defect or damage upon delivery (e.g., cracks, chips, or faulty finish), we will accept the return or arrange a replacement, subject to verification.

2. Size Mismatch

If the delivered product does not match the dimensions mentioned in the product description or confirmed order, we will take responsibility and offer a return or exchange.

3. Color/Finish Variation

If the product's color, finish, or texture is significantly different from what was shown in our catalog or website images, beyond reasonable variations caused by lighting or display settings, the product may be eligible for a return.

4. Wrong Product Delivered

If you receive a product different from the one you ordered, we will arrange an appropriate resolution, including a return, replacement, or refund.

5. Incomplete or Missing Parts

If any included component, fitting, or accessory is missing due to a packing or shipping error, we will arrange to provide the missing component at no additional cost.

2. Returns Not Accepted in the Following Cases

• Minor color, texture, or finish variations caused by lighting, photography, or screen resolution differences.

• Products damaged due to improper handling, incorrect installation, misuse, or external factors after delivery.

• Custom-made or special-order products, unless defective, incorrectly supplied, or otherwise eligible under applicable law.

• Returns requested solely due to a change of mind or personal preference, except where required by applicable law.

Return Process

1. Customers must report delivery damage, defects, or discrepancies within 48 hours of delivery, along with clear photographs, Unboxing videos, and details of the issue.

2. Our team will review the submitted evidence and verify eligibility for a return, replacement, or refund.

3. The product must be unused, in its original packaging wherever reasonably possible, and securely packed for reverse pickup. This requirement does not override applicable rights concerning defective goods.

4. Once the returned product reaches our facility and passes the applicable inspection, the approved refund or exchange will be processed.

We strongly recommend recording a complete unboxing video to support claims involving transit damage, missing parts, or incorrect products.

3. Refunds

• Once we receive and inspect the returned product, our team will notify you regarding the approval or rejection of the refund request.

• Approved refunds will generally be processed to the original payment method within 7–10 business days.

• The time required for the refunded amount to reflect in your account may vary depending on your bank or payment provider.

• Any applicable and legally permitted deductions will be communicated to the customer before the refund is processed.

4. Payment Gateway Charges & Refund Deductions

For orders placed through our official website or directly with our sales representatives, payments made through our authorized payment gateway may incur transaction processing charges.

In the event of an eligible customer-requested cancellation or refund, actual non-refundable payment gateway transaction charges may be deducted from the refundable amount, where permitted by applicable law and disclosed to the customer.

These charges may vary depending on the payment method used, including:

• UPI payments

• Credit cards

• Debit cards

• Net banking

• Digital wallets

• Other supported payment methods

The deduction, if applicable, will be calculated based on the actual non-refundable transaction charges incurred by Bassino for the original payment. No fixed percentage will apply universally across all payment methods.

Important Conditions:

• Customers will be informed of the applicable deduction before their refund is processed.

• No payment gateway charges will be deducted from refunds where a full refund is required by applicable consumer protection laws, including qualifying cases involving defective products, incorrect products, or errors attributable to Bassino.

• No additional or arbitrary processing charges will be imposed beyond applicable, disclosed, and legally permissible deductions.

5. Exchanges

• We offer exchanges or replacements for eligible defective, damaged, or incorrectly supplied products.

• To request an exchange, please contact our support team with your order details and clear images or videos of the issue.

• Exchanges are subject to product availability and verification by our team.

6. Shipping Costs

Return shipping costs are the customer's responsibility unless the return is due to an error attributable to Bassino, such as delivery of an incorrect or defective product.

For approved returns resulting from our error, applicable return shipping costs will be borne by Bassino.

7. Cancellations

• Orders may be canceled within 24 hours of placement, provided they have not already been dispatched.

• Once an order has been dispatched, cancellation requests will not be accepted under our standard cancellation policy, without affecting applicable statutory rights.

• For eligible customer-requested cancellations involving payments made through our payment gateway, applicable non-refundable transaction charges may be deducted in accordance with Section 4 of this policy.

8. Contact for Returns & Refunds

For any questions, return requests, refund assistance, or cancellation inquiries, please contact us:

Bassino Impex Pvt Ltd

Email: sales.bassino@gmail.com

Phone: +91 99980 22092

Address: Gota, Ahmedabad, Gujarat, India

Our team will assist you with your request in accordance with this policy and applicable consumer protection laws.